Head of Financial Institution, Customer Experience

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LOCATION

Remote

Remote

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CAREER AREA

Customer Care

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Job Type

Full time

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PAY

Base compensation between 128,100.00 - 192,100.00 Annual

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LICENSE

Brinks Texas License #C00550

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JOB ID

#R80647

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Head of Financial Institution, Customer Experience

The Head of Financial Institution, Customer Experience provides enterprise-level strategic leadership and operational oversight for Brink's Customer Operations, guiding multiple layers of management and associates serving large financial institutions. This role is a key influencer in shaping customer experience strategy, driving alignment of service processes and performance metrics with Brink's mission, vision, and strategic priorities. This position leads end-to-end service delivery transformation, ensuring Brink's consistently meets and exceeds customer expectations by delivering an effortless experience. Leveraging data-driven insights, emerging technologies, and cross-functional collaboration, this leader fosters a high-performance culture, develops future-ready teams, and champions continuous improvement across all customer touchpoints.

Key Responsibilities

• Provide strategic oversight for multiple levels of management, ensuring alignment across Customer Care teams supporting large financial institutions.
• Lead program and account management for Brink's largest and most complex customers.
• Ensure successful execution of new implementations and service changes in coordination with internal project teams.
• Act as the final escalation point for customer service issues, cases, and claims across multiple regions.
• Drive root cause analysis and resolution planning in partnership with Continuous Improvement and Product teams.
• Champion customer journey mapping and continuous improvement across all service touchpoints.
• Collaborate cross-functionally to optimize back-office and service delivery processes.
• Lead internal and external business reviews, providing insights on quality, performance, and strategic initiatives.
• Manage and develop a high-performing leadership team, fostering growth and accountability across all levels.
• Own customer communications and executive-level reporting for strategic accounts.

Leadership Traits

• Enterprise Strategic Leadership: Define and execute customer experience strategies aligned with enterprise goals.
• Customer Journey Ownership: Lead the design and optimization of end-to-end customer journeys across multiple teams.
• Cross-Functional Collaboration: Partner with Product, Operations, Technology, and Sales to ensure seamless service delivery.
• Data-Driven Decision-Making: Use analytics and customer insights to inform strategy and measure success.
• People Leadership: Inspire, coach, and develop leaders and associates to deliver consistent, high-quality service experiences.
• Operational Excellence: Lead continuous improvement initiatives to enhance efficiency and customer outcomes.
• Influential Leadership: Build credibility and influence across all levels of the organization. Effectively advocate for customer needs and operational priorities to shape enterprise decisions.
• Culture Champion: Foster a culture of integrity, inclusion, and customer obsession. Promote psychological safety, recognition, and engagement.
• Proactive Leadership & Innovation: Anticipate challenges, identify opportunities, and lead modernization efforts to deliver differentiated customer experiences.
• Relationship Building: Cultivate strong, trust-based relationships across internal teams and with external clients.

Key Stakeholder Engagement

• National Product
• Ensure training is executed for major changes in customer SWIs and/or for new business.
• Ensure ongoing accuracy of profiles related to new implementations or optimization efforts.
• Ensure successful implementation by project teams.
• Regional Vice Presidents
• Ensure customer service quality and timely issue resolution.
• Ensure readiness for new projects (new work or conversions).

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• Brink's Executive Team
• Keep executives apprised of performance, quality, and strategic initiatives.
• Regional Continuous Improvement
• Uncover root causes underlying recurring service issues in specific branches or regions.
• Account Executive
• Prepare for QBRs.
• Resolve major service escalations.
• Develop and execute interim contracts and renewals.
• Determine feasibility and effort (i.e., cost) of new business and oversee implementation.
• National Continuous Improvement
• Drive process improvements and efficiencies related to both back-office activities and service delivery.

Critical Competencies

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• Strategic Management - Identifies and executes on strategic opportunities with existing customers to strengthen relationships, increase revenue, and reduce Brink's cost to serve.
• Brink's Organizational Acumen - Coordinates and influences internal stakeholders across multiple functions.
• Project Management - Organizes, manages, and tracks the status of customer projects, including new business implementations and optimizations.
• Brink's Operational Knowledge - Possesses working knowledge of operations across key lines of business (CIT, CVS, ATM, CSF).
• Problem Solving and Root Cause Identification - Collaborates with stakeholders to resolve recurring customer issues.
• Customer Interaction Skills - Communicates with stakeholders at all levels in a highly responsive and professional manner.
• Drive for Results - Maintains a relentless focus on outcomes, accountability, and measurable impact
• Customer Experience Metrics Expertise - Deep understanding of CES (Customer Effort Score), CSAT (Customer Satisfaction), and NPS (Net Promoter Score) to measure and improve service performance.
• Technology & Innovation - Knowledge of AI technologies and their application in customer service to enhance efficiency, personalization, and predictive support.

Qualifications

• Minimum:
• Bachelor's degree or higher.
• 15+ years of professional experience.
• 7+ years in customer experience and/or service background within logistics or banking.
• Functional experience in project management, treasury, or cash management.
• Preferred:
• Master's degree.
• 7+ years in armored logistics.
• Experience managing multi-tiered customer care operations in financial, banking, or logistics settings.
• Knowledge of lean/process improvement methodologies.
• Professional Skills
• Strong consultative, analytical, and problem-solving skills.
• Excellent interpersonal, communication, and presentation abilities.
• Strong business acumen and relationship-building capabilities.
• Collaborative leadership style with proven ability to lead large, diverse teams.
• Demonstrated proactive leadership with ability to anticipate needs, drive innovation, and lead change.
• Passion for continuous improvement and operational delivery excellence.
• Ability to influence decisions and outcomes across multiple levels of the organization.